2nd Line Service Desk Analyst

As a 2nd Line IT Support Engineer youll be a key point of contact within the IT team delivering high-quality technical support across hardware software and network issues. Youll monitor and manage Service Desk tickets throughout the day ensuring incidents are resolved within SLA timeframes and maintaining a strong first-fix resolution rate.

Your role will involve diagnosing and resolving technical issues installing standard business software and supporting a range of devices including Windows PCs and mobile platforms (iOS and Android). Youll also collaborate with 3rd line support and other technical teams to escalate complex issues acting as a subject matter expert in your areas of strength.

In addition to technical troubleshooting youll assist the 1st line team during peak times provide mentorship to junior engineers and participate in the 24/7 service desk rota including major incident management. Youll also coordinate with third-party vendors and ensure all actions are well-documented in the ticketing system adhering to best practices and quality standards.

Qualifications :

What Youll Need to Succeed

• Proficiency in Microsoft Windows 10 & 11 and Office 365.
• Solid understanding of Active Directory and Group Policy.
• Hands-on experience troubleshooting laptops desktops and printers.
• Working knowledge of basic networking principles.
• Familiarity with virtualisation technologies such as Hyper-V and VMware.
• Strong diagnostic skills with the ability to resolve a wide range of technical support issues.
• A creative analytical approach to troubleshooting able to synthesise information and see the bigger picture.
• Excellent communication skills both verbal and written with the ability to engage effectively with non-technical users at all levels.
• Proven ability to analyse incidents prioritise effectively and manage workload under pressure.

Additional Information :

Join us to unlock benefits and opportunities that will boost your career journey in a vibrant inclusive and fulfilling work environment so you can #BeYourself

is important... From hybrid working and colleague support networks to menopause support and weekly PepTalks were here for you.  

Well also invest in your growth by providing development opportunities leadership training and cutting-edge industry certifications so you have the tools and resources to help you work win and grow with us. 

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe. 

From pensions to bonus schemes and private medical insurance to life insurance weve got you covered. 

*Our benefits vary by brand and/or location. Please have a chat with your local Talent Acquisition specialist to find out whats in place in your location.  

The Rank Group are committed to being an inclusive employer ensuring that we better understand and meet the needs and requirements of our candidates and customers. 

We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made please reach out to let us know ahead of your interview. 

Remote Work :

No

Employment Type :

Full-time